Technical Support Manager (Indonesia)

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Technical Support Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities : 

Operations/Technical

• Drive the operational plan, oversees day-to-day operation activities such as manpower deployment and contingency management.
• Monitor and ensuring productivity are achieve in the department
• Pro-actively monitor the health status of all products, identify exceptional cases, and initiate and prioritize the repair process when required.
• Recommend enhancements to improve systems performance
• Analyse and identify industry trends and customers need and provide feedback to improve the feasibility of new product development
• Managing and solving technical issues faced by customers
• Establish end-to-end service delivery for projects
• Provide products and systems training to internal employees and customers when required
• Review and approve all vendor services and its related cost ensuring cost are being properly managed
• Inventory controlling ensuring stock level are being manage

Control room

• Lead the control room team ensuring all inbound queries raised by customers are addressed and followed up in a timely manner.
• Manage and troubleshoot any technical operations raised by customers

Requirements :

• Bachelor Degree in Engineering with strong electronics / technical experiences
• Minimum of 5 years experience in the role and experience in managing and grow a team.
• Experience in System Integrator (SI) industry or familiar with SaaS platform is an added advantage
• Proven track record in incident and troubleshooting management
• Good leadership and people management skills and ability to work under pressure
• Excellent communication and interpersonal skills
• Hands-on and a can-do attitude
• Technically independent with good initiative
• Strong analytical and problem-solving skills with an out-of-box approach in providing solutions